Regional Operations Specialist

JOB SUMMARY:

The Regional Operations Specialist will support the operations and profitability for the 24-hour/7days/week operations of multiple communities as needed throughout all regions. This role will be responsible for working closely with Executive Directors (ED)/General Managers (GM), providing guidance and support in all aspects of operating the community. The Regional Operations Specialist’s leadership will be instrumental in ensuring high standards of resident care, regulatory compliance, and financial performance.  When needed, the Regional Operations Specialist will fill in as acting ED/GM, when those roles are vacant.  Extensive travel to communities will be required.  This multifaceted position demands strategic thinking, strong leadership skills, and a commitment to excellence in senior living.

DUTIES AND KEY RESPONSIBILITIES:

1. Step in as Interim ED/GM during vacancies at any community within the organization’s portfolio. Oversee daily operations, ensure continuity of care, maintain regulatory compliance, and provide leadership to staff. Manage resident relations and address family concerns while ensuring the community meets financial and operational goals until a permanent ED/GM is appointed. 
2. Routine visits to all communities within the organization’s portfolio, with a focus on those communities identified as needing support and guidance.
3. Community visits to include walk throughs to inspect both inside and outside looking for safety, regulatory, cleanliness and neatness violations as well as inappropriate placement of furniture and decorations and provide feedback and guidance to the ED/GM.
4. Provide guidance and hands-on assistance to the ED/GM with the preparation of the operating and capital budgets including completion of the monthly variance report and the P&L calls.
5. Work in coordination with the ED/GM, in reviewing the overall operating budget in comparison to the monthly financials and adjusting/pivoting accordingly towards necessary staffing and/or other expenditures.
6. Provide leadership and guidance to ensure that the ED/GM has a superior knowledge and skills in using all major platforms related to marketing, sales and resident care such as: Salesforce, Point Click Care, and Rezcare, etc.
7. Direct collaboration with the Regional Sales Director assigned to the community in making sure that the ED/GM and the Director of Sales are in sync with the daily marketing and sales of the community to achieve budgeted census/occupancy.
8. Collaborate with the external sales team to achieve maximum brand exposure within the respective region, resulting in positive impact to the census for each community; while keeping the ED/GM involved and looped in on the process and/or plans.
9. Ensure that the ED/GM is maintaining timely financial/marketing reporting to the Home Office regarding various statistical reports including but not limited to census and turnover.
10. Oversee and provide necessary guidance to the ED/GM’s management of the entire facility’s operations, including physical space, staff, resident relations, community relations, marketing, food service, housekeeping, activities, and wellness.
11. Act as a mentor, coach, and home office liaison by providing and sharing necessary information with ED/GMs.
12. Make certain all company policies and procedures are being met and adhered to.
13. Provide necessary guidance and hands-on assistance to the ED/GM’s management of all buildings and grounds in a manner consistent with management policies, safety considerations and regulatory requirements through oversight and follow up of the preventative maintenance systems and programs and frequent inspections.
14. Keep current and provide guidance to ED/GMs on governmental statutes and regulations affecting operations of the facility to meet continued licensure, registration, and certification of the facility.
15. Conduct audits of each community’s operations to guarantee that Department of Health regulations are being met.
16. Assist with resolving resident, family or staff issues/concerns.
17. Participate in interviewing of assigned community’s management team and in coordination with ED/GM oversee the onboarding and training.
18. Provide guidance and support to ED/GMs with performance evaluation, disciplinary action, and terminations.
19. In coordination with ED/GM oversee the interview, hiring, orientation, training/education, evaluation, promotion, and termination processes.
20. In coordination with ED/GM oversee the determination of quality and maintenance of staffing levels, employee files, and adherence to Federal, State, and local labor regulations.
21. Evaluate that staff morale and loyalty are maintained at a high level in each assigned community and contribute by attending employee events.
22. Create an open-door policy for ED/GMs and staff by allowing the time to be available for meetings, conferences and concerns.
23. Ensure that the community’s management team maintains an environment for staff personnel to grow professionally.
24. Review expenses with ED/GMs and control them in accordance with established budget continuously ensuring maximum profitability.
25. Ensure that ED is maintaining an active relationship with the Residents through individual and group interaction and that they meet regularly with the Residents at monthly Resident Council meetings and respond appropriately and timely to the issues and concerns that are raised. Attend these meetings when necessary.
26. Guarantee that an atmosphere of caring, stability, and peace is maintained, where the personal dignity of Residents is supported, and the Residents are encouraged to live as closely as possible/practical to how they had been accustomed.
27. Ensure that proper emergency and evacuation procedures and responses to Residents, their families, and employees are in place, ensuring community readiness for all cases of emergency, council and assist as necessary.
28. Troubleshoot actual and potential problem areas and implement viable solutions to ensure maximum efficiency.
29. Oversee marketing and ensure solutions sustain maximum occupancy levels.
30. Represent the Company in a positive manner maintaining an image of social propriety and professional excellence.
31. Review the covenants of all management agreements, leases and contracts that have been signed by the Executive Board, as necessary.
32. Assist in all facets of startup communities by providing key support, guidance and assistance before, during and after start-up date.
33. Notify HR of any updates needed to departmental job descriptions.
34. All other duties as assigned by the VP of Operations or the COO.